Category Archives: Sales/Business Development

Under-promise & Over-deliver

  Talk about a winning combination for customer satisfaction. Let’s face it, were all in the managing expectations business. It doesn’t matter how good your work is if someone expects more. It’s not good enough. It doesn’t matter how fast … Continue reading

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Does Your Customer Service Live Up to Your Marketing?

  My wife Mary bought a baby carrier the year Alexander was born: 2004. It’s the kind that lets you wear your baby (or toddler) hands free on your body when you walk around. The carrier was retired from use … Continue reading

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Sorry Can Go a Long Way

You be the judge. Here’s the deal: In April, 2011: Airline A loses 3.5 bags per 1,000 passengers. Airline B loses 3.2 bags. Airline A departs on-time 76% of the time Airline B departs on-time 80% of the time. Which … Continue reading

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Beside Manner Isn’t Just For Beds

  Been to the doctor lately? How was the customer service? You are the customer, remember. (It’s easy to forget that in many health care environments.) Western medicine is often practiced on the manufacturing model: Get them in Make them wait … Continue reading

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Outstanding Service? Surprise! It’s Personal

In Chip and Dan Heath’s bestselling book, Made To Stick, the Heaths talk about what makes ideas sticky, or hard to forget. One thing that’s especially sticky is the unexpected. People love surprises. And when the surprise goes above and beyond … Continue reading

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Little Lobster Lies

Frequent readers of this blog may remember the post in May that detailed my experience of buying a turkey breast at a supermarket. The labelling listed a host of ingredients, except one….Turkey. It seems that my experience is not isolated. In today’s … Continue reading

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Staying High-Touch in a High-Tech World

We finally have a bona fide, genuine New England Winter.   There’s 14 inches of snow on the ground, it’s 22 degrees outside, and the sun is shining. Every day, as I’ve been getting ready to head out into the frosty … Continue reading

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